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how long from flyaway to replacement drone?
1140 16 2017-8-17
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tedder
lvl.2
Flight distance : 91522 ft
United States
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If you've had a flyaway or similar "DJI's fault" replacement, how long did it take DJI to confirm your logs? How long from initial repair request to getting a replacement drone?

I've been waiting ~4 days for the log confirmation, which seems basic.
2017-8-17
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Charles Adams
Second Officer
Flight distance : 294528 ft
United States
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I've been very fortunate that I've not needed such service, but others in these forums have.  I recall seeing posts about waiting two weeks and not hearing anything.  It's usually taken some intervention from our DJI Moderators to get traction.
2017-8-17
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R&L Aerial
Captain
Flight distance : 298100 ft
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United States
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It will take at least a month, from the time you ship to dji till the time it lands on your doorstep....
2017-8-17
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tedder
lvl.2
Flight distance : 91522 ft
United States
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R&L Aerial  Posted at 2017-8-17 13:59
It will take at least a month, from the time you ship to dji till the time it lands on your doorstep....

No inbound shipping, R&L.
2017-8-17
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DJI Mindy
Administrator
Flight distance : 7 ft
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Sorry for your loss, local team will try their best to shorten the time frame and provide you the proper resolution as soon as possible.
Please leave me with your case number, I will help to expedite the process. Thanks.
2017-8-17
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tedder
lvl.2
Flight distance : 91522 ft
United States
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DJI Mindy Posted at 2017-8-17 18:38
Sorry for your loss, local team will try their best to shorten the time frame and provide you the proper resolution as soon as possible.
Please leave me with your case number, I will help to expedite the process. Thanks.

I'm hesitant to give my case number because I wish it would proceed 'naturally', but: CAS-891082-T2L3Z0
2017-8-18
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DJI Diana
Administrator
Flight distance : 2408 ft

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tedder Posted at 2017-8-18 08:26
I'm hesitant to give my case number because I wish it would proceed 'naturally', but: CAS-891082-T2L3Z0

Just checked your case, it is under analysis. we may need more info for further analysis. Could you please export the whole flight record folder and the cached video, then upload them to the Dropbox?  
IOS's flight record is saved in the "documents" under the "djipilot", it can only be exported through iTunes.
Android's flight record is saved in: /sdcard/DJI/dji.pilot/FlightRecord.
For the cached video, Android: DJI/dji.go.v4/DJI_RECORD ,  iOS: DJI GO4/Documents/videoCache
2017-8-18
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tedder
lvl.2
Flight distance : 91522 ft
United States
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I already sent the flight record, and there wasn't a cached video.
2017-8-20
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DJI Mindy
Administrator
Flight distance : 7 ft
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tedder Posted at 2017-8-20 06:25
I already sent the flight record, and there wasn't a cached video.

Where did you send the flight records? Or the flight records were uploaded to phantomhelp.com?
Sorry that this website is not official, we need the whole flight records folder for further analysis, please refer to Diana's post on 7#, export the whole folder to us, thanks a lot.
2017-8-20
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tedder
lvl.2
Flight distance : 91522 ft
United States
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Ah, I only sent the final flight record. Sent the whole thing in. As I said in the email just now, I sent "the entire FlightRecord directory, the entire LOG directory, and the final cached video, which is from one flight before the drone crashed itself."
2017-8-21
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DJI Mindy
Administrator
Flight distance : 7 ft
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tedder Posted at 2017-8-21 11:38
Ah, I only sent the final flight record. Sent the whole thing in. As I said in the email just now, I sent "the entire FlightRecord directory, the entire LOG directory, and the final cached video, which is from one flight before the drone crashed itself."

Thanks, data analysis team will analyze as soon as possible, we will have someone to contact you about the result when it is done, appreciate your patience.
2017-8-21
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tedder
lvl.2
Flight distance : 91522 ft
United States
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On 8/23, 2am my time, I got an email that said, basically "yeah it's our fault, we'll give you a code to replace it. are you in the US?"

At 5am I replied and confirmed the country.

On 8/24 at 9am I sent a bump/reminder.

Still haven't heard back, it's been 46 hours since the initial email. This should be the easy part, yes?
2017-8-24
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DJI Mindy
Administrator
Flight distance : 7 ft
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tedder Posted at 2017-8-24 22:58
On 8/23, 2am my time, I got an email that said, basically "yeah it's our fault, we'll give you a code to replace it. are you in the US?"

At 5am I replied and confirmed the country.

Tedder, sorry to have kept you waiting, you will receive email soon, please wait a moment, thanks.
2017-8-24
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tedder
lvl.2
Flight distance : 91522 ft
United States
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DJI Mindy Posted at 2017-8-24 23:09
Tedder, sorry to have kept you waiting, you will receive email soon, please wait a moment, thanks.

email: "we will send it within 3 working days".
2017-8-24
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DJI Mindy
Administrator
Flight distance : 7 ft
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tedder Posted at 2017-8-24 23:14
email: "we will send it within 3 working days".

Yes, we need time to apply coupon and it will need to be approved by our manager, please leave us some time, your patience and understanding will be highly appreciated.
2017-8-24
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tedder
lvl.2
Flight distance : 91522 ft
United States
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DJI Mindy Posted at 2017-8-24 23:19
Yes, we need time to apply coupon and it will need to be approved by our manager, please leave us some time, your patience and understanding will be highly appreciated.

I got the coupon today and ordered the replacement drone. So it'll end up being 2-3 weeks from initial contact to replacement.
2017-8-29
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DJI Thor
Administrator
Flight distance : 13602 ft
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tedder Posted at 2017-8-29 15:08
I got the coupon today and ordered the replacement drone. So it'll end up being 2-3 weeks from initial contact to replacement.

Thanks for your feedback, hope you can get the drone back to air soon.
2017-8-29
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